This document discusses the importance of good customer service. It defines internal and external customers and the "moment of truth" when customers form impressions of a company. Treating customers with respect is important, as is exceeding their expectations to provide "customer delight." When complaints do occur, they should be handled by listening to the customer, apologizing, and resolving the issue. The document provides tips for good customer service, such as smiling, greeting customers, and making them feel important. Overall, the key is understanding customers' needs and providing a positive experience every time they interact with the company.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Slides Outline:
1. Understand who is a customer
2. Identify customers, both external and internal Working in a Customer Service Culture
3. Describe excellent customer service
4. Explain your role as an employee in providing the best customer service possible
5. Know the professional qualities needed to deliver an effective customer service.
6. Gain the knowledge of developing and delivering an effective customer service culture.
7. Understand the full benefits of an excellent customer service experience.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Slides Outline:
1. Understand who is a customer
2. Identify customers, both external and internal Working in a Customer Service Culture
3. Describe excellent customer service
4. Explain your role as an employee in providing the best customer service possible
5. Know the professional qualities needed to deliver an effective customer service.
6. Gain the knowledge of developing and delivering an effective customer service culture.
7. Understand the full benefits of an excellent customer service experience.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefe...PeopleMetrics
An innovation presentation by Kate Feather at CXPA Insight Exchange 2014.
You'll learn:
The 5 dimensions for customer centricity
How a Cx Culture Score correlates with Cx Improvement
The key takeaways from this study
Delight occurs when service exceeds expectations consistently. Also, delighting your customers can become your competitive advantage. One of the challenges in every business is to make a competitive advantage which can not be copied by your competitors. They will be able to copy your products, services and may be pricing too but the only thing which they can’t copy is the experience you give to your customers while conducting business with them. Therefore, it is very essential that businesses start paying more attention to satisfy customers with the good experience. It does make sense to focus on delighting and keeping your customers intact.
We need to take control of customer complaints and turn them to our advantage. Customer complaints are good for your business. Approach the customer as soon as you learn they are unhappy.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefe...PeopleMetrics
An innovation presentation by Kate Feather at CXPA Insight Exchange 2014.
You'll learn:
The 5 dimensions for customer centricity
How a Cx Culture Score correlates with Cx Improvement
The key takeaways from this study
Delight occurs when service exceeds expectations consistently. Also, delighting your customers can become your competitive advantage. One of the challenges in every business is to make a competitive advantage which can not be copied by your competitors. They will be able to copy your products, services and may be pricing too but the only thing which they can’t copy is the experience you give to your customers while conducting business with them. Therefore, it is very essential that businesses start paying more attention to satisfy customers with the good experience. It does make sense to focus on delighting and keeping your customers intact.
We need to take control of customer complaints and turn them to our advantage. Customer complaints are good for your business. Approach the customer as soon as you learn they are unhappy.
This is a good presentation on Customer Delight.. Customer delight is next & advanced step to customer satisfaction & produces WOW reaction. This presentation would help you to find about elements, procedure and other factors affecting customer delight. Mail me your suggestions at a380onkar@yahoo.co.in
February is the time to share the love. We are sometimes caught in the cliche of sending our customers the obligatory 'We Love You' message around Valentines but there are a number of ways to show customers you really care about them throughout the year that go well beyond a simple 'corporate' message on the 14th
10+1 Special Ways to Give Back This Christmas SlideShop.com
Christmas is about love, and that's the main reason why people think it's the perfect time to give back. In this presentation, we listed 10+1 simple yet special ways to show we care for other people. Happy holidays!
This is the presentation I used to deliver my talk at the USID 2010 Conference in Hyderabad on 20-Nov, 2010. It was based on the Design Thinking exercise facilitated by the Intuit team. The presentation was created using the photographs and artifacts created by our team during the workshop.
Customer Care ... CRM ... Customer Experience -- What's the Difference?ClearAction
All organizations can reach higher potential by carefully managing all of the dimensions of customer knowledge, customer well-being, and customer profitability. Make sure CEM is integrated in your strategies and culture. See http://ClearActionCX.com
Delighting your customers is more important than ever. Think about the impact of social networking and how quickly you receive negative information about your company. Think about how many brands have either exceeded or dwindled since social networking has increased. By exceeding all expectations with the simple steps to customer delight you will be on the path to stronger customer retention and business growth.
10 Sincere Ways To Show Your Employees LoveOfficevibe
Show your employees how much you care and boost engagement within your company. Spread the love!
Content by Officevibe, the simplest tool for a greater workplace!
Download your FREE GUIDE on Employee Recognition:
http://bit.ly/2lo7ShO
Learn more on Officevibe:
https://www.officevibe.com/
A growing number of customer interactions are taking place online.Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
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Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
2. Objectives
Understand the importance of Customer & Customer Service
Identify Internal & External customers
Understand Moment of Truth & Service-Profit Chain
Understand & create Customer Delight
Practice complaint handling skills
Tips to practice & demonstrate good customer service
3. YOU as a customer…
Share an experience of Good
Customer Service
4. YOU as a customer…
Share an experience of Bad
Customer Service
5. Who are Customers?
• The most important person in any business.
• Is not dependent on us. We are dependent on them.
• Is not an interruption of our work, but the purpose of it.
• Is part of our business – not an outsider.
• Does us a favor when they come in. We aren’t doing
them a favor by serving them.
6. • A customer is not just money in the cash register. They
are human beings with feelings and deserve to be
treated with respect.
• Is a person who comes to us with their needs and
wants. It is our job to fill them.
• Deserves the most courteous attention we can give
them. They are the lifeblood of every business.
Who are Customers?
7. Facts about Customers
The Customer is the business’ biggest asset
The Customer pays all our salaries wages and
bonuses
The customer will go where he/she receives the
best attention
There is no profit, no growth, no jobs without the
customer
Hence, You must be your customers’ best choice!
8. • A typical dissatisfied customer will tell 8-10 people
about their problem.
• 7 out of 10 complaining customers will do business
with you again if you resolve the complaint in their
favor.
• If you resolve a complaint on the spot, 95% will do
business again.
Facts about Customers
10. What qualities are important to
our customers?
Accuracy
Friendliness
Timeliness
Efficiency
Courtesy
Honesty
11. Any or all interactions which the customer has with
your organization while conducting business
It is the ability to provide a service or product in the
way it has been promised
It is also about treating customers with respect,
individuality, and personal attention
Customer Service
12. Customer Service - GUEST
G – Greet the customer
U – Understand customer needs
E – Explain features and benefits
S – Suggest additional items
T – Thank the customer
14. Good Customer Service
Good service is when the customer gets
treatment that meets his/her expectations.
Customer
Expectation
What Customer
receives
15. Bad Customer Service
Bad Service is when customer gets treatment
which is less than his/her expectations
Customer
Expectation
What Customer
receives
16. Excellent Customer Service
When the customer gets a little more than what
he/she expected, Good Service becomes Excellent
Service
Customer
Expectation
What Customer
receives
+
18. Internal Customer
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,
Facilities, Housekeeping
19. External Customer
Someone who comes to your organization
for products or services – the end customer
These customers depend on the timelines,
quality, and accuracy of your organization’s
work.
20. Moment of Truth
Any point in interaction during which the
Customer has an opportunity to form an
Impression (negative or positive) about the
Company through its services
21. Moment of Truth
When a moment of Truth for a customer
has been a negative experience, it
becomes a Moment of Misery
On the other hand, when the interaction
has been extremely positive, it becomes
a Moment of Magic for the customer
22. The Service-Profit Chain
Good Service – Satisfied
CustomersHigher Sales
High Revenue/
More profits
Higher Incentives/Bonus to
Employees
Service-oriented employees
24. Customer Delight
Exceeding customers’ expectation is
delighting customers
The customer reacts with a “wow” in
return for the product/service
Every interaction with the customer has
an opportunity to create delight
The challenge is to consistently maintain
the delight factor
25. Complaint Handling
Appreciate/Thank the customer for sharing the
complaint
Apologize for the error / mistake /
inconvenience
Listen actively and nod from time to time
showing interest
Show Empathy – Put yourself in the
customer’s place
26. Resolve, if it is within your control. If not, bring it
to the notice of your supervisors
If not solved immediately, take down the
customer’s details (name, telephone number,
address) to contact with the solution
Do follow up till the customer is satisfied
REMEMBER: Don’t take customers’ complaints
personally
Complaint Handling
28. Angry Customer
A slight mistake has made this customer
Mad.
How to handle?
Let the customer finish talking. Don’t
interrupt. Use the pressure cooker
method
Be firm and polite else they may not
be happy
29. Demanding Customer
The customer who wants more than
you
can offer. They are not easily satisfied.
How to Handle?
Be firm yet polite
Be professional
Avoid being too docile but not rude
30. Passive Customer
The Customer who listens to you. Is quite
meek and extra polite. Will sound apologetic
when complain.
How to handle?
Listen carefully what they have to say
Sound professional and don’t brush them aside
Gain their confidence
32. Tips for Good Customer
Service
Smile
Make yourself presentable/well groomed
Greet each customer as he/she enters your service area
Smile
Make any eye contact when speaking to customers
Be a good listener and show interest in what the
customer is saying
Don’t chat with other staff when customers are around
Smile
33. Identify & anticipate needs – Customers don’t just
buy products/service; they buy good feelings &
solutions
Make customers feel important & appreciated
Avoid rushing or doing too many things at once
Smile
Apologize when something goes wrong
Service a little more than they expect
Use positive verbal & body language
Smile
Tips for Good Customer
Service